An interface between a UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). An UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. and CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers., or any other system, might significantly improve the service provided to a caller and the productivity of the Agents or Supervisor. The Caller is identified based on the Caller ID, or by Caller input via an IVR Interactive Voice Response, or IVR, is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. (for example ask for the Customer ID or contract number), or by both when the Caller ID is not recognized. When the caller is known the CRM data is presented to the Agent at the same time as the call, the Agent does not have to search for it saving valuable time for both Caller and Agent.
With our CRM and Back Office extension it is possible to connect to any of your CRM and Back Office services. Most common services are Microsoft Dynamics, SalesForce, Oracle and TOPdesk. Since not every company is the same and therefore not using the same services, we are able to provide an extension for any other service that your company might have and that, always for a fixed price.
But the Extension Window offers more, it is also a portal for the Agents to set-up or engage Conference Calls, Add Call Classifications and safely Transfer a call.
To have Extension Window in place there is a Extension Window license needed per product integration.
Anywhere365 has the following integrations available, more can be added.
An interface between Anywhere365 and Amyyon CRM.
AFAS Profit Online
An interface between Anywhere365 and AFAS Profit Online.
An interface between Anywhere365 and Cherwell.
An interface between Anywhere365 and ConnectWise.
An interface between Anywhere365 and a CSV File.
MS Dynamics 2011
An interface between Anywhere365 and Microsoft Dynamics 2011.
MS Dynamics 2013
An interface between Anywhere365 and Microsoft Dynamics 2013.
An interface between Anywhere365 and Omnitracker.
Oracle Right Now
An interface between Anywhere365 and Oracle Right Now.
An interface between Anywhere365 and Oracle People Soft.
An interface between Anywhere365 and BMC Remedy.
An interface between Anywhere365 and SalesForce.
An interface between Anywhere365 and Selligent.
An interface between Anywhere365 and Service Now.
An interface between Anywhere365 and a SharePoint list.
An interface between Anywhere365 and Siebel Systems.
An interface between Anywhere365 and SugarCRM.
SQL Server Database
An interface between Anywhere365 and a SQL Server Database.
An interface between Anywhere365 and TOPdesk.
The Extension Window can automatically create new lead in CRM based on the information which is available.
Anywhere365 is developed with information sharing in mind. Therefore, it is possible to create an interface between a UCC and any other system. One of the most important interfaces is the one with CRM software. Once a call agent answers a call, and CRM is integrated with Anywhere365, an additional screen pops up and contains all available information of the caller. This might significantly improve the service provided to the caller.
With classification you can tag the call during the session, so the manager is able to get more information about each category of call classifications.
The Anywhere365 Extension Window is available in the following languages: